YOUR LEGAL RIGHTS

Summary of Your Key Legal Rights

This is a summary of your key legal rights. These are subject to certain exceptions.

For detailed information please visit the Citizens Advice or call 03454 04 05 06.

GOODS

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

(a) up to 30 days: if your goods are faulty, then you can get an immediate refund.

(b) up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

(c) up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

DIGITAL CONTENT

If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

(a) if your digital content is faulty, you're entitled to a repair or a replacement.

(b) if the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.

(c) if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.

SERVICES

If your product is services, the Consumer Rights Act 2015 says:

(a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

(b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

(c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

See also Exercising your right to cancel (Consumer Contracts Regulations 2013).

REFUND POLICY

Refund

For most products bought online you have a legal right to cancel the contract within 14 days and receive a refund without having to give any reasons.

Goods

If you purchased goods you have 14 days after the day you or someone you nominate receives the goods. If there are several deliveries over several different days then the 14 days will begin after you or someone you nominate receives the last delivery.  If your goods are for regular delivery over a set period (e.g. a subscription) you have until 14 days after the day you or someone you nominate receives the first delivery of the goods.

Digital Content

If you purchased digital content then you have 14 days after the day an email confirmation to accept your order, or, if earlier, until you start downloading or streaming to obtain a refund.  If the digital content is delivered to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

Services

If you purchased a service then you have 14 days after the day an email confirmation is sent to you accepting your order to request a refund. However, once the service is completed you cannot change your mind, even if the period is still running. If you cancel after we have started the service, you must pay us for the service provided up until the time you tell us that you have changed your mind.

To exercise your right to cancel, you must inform us of your decision to cancel either by:

(a) post. Print off the model cancellation form that can be found here. Or simply write to us at You can simply write to us at our address, 106c Junction Road, Burgess Hill, West Sussex, RH15 0JZ, including details of what you bought, when you ordered or received it, your order number, and your name and address. We will then provide you with an acknowledgement by post or by email.

(b) online. You can also electronically fill in and submit the model cancellation form or any other clear statement of the Customer's decision to cancel the Contract on our website. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation in a Durable Medium (e.g. by email) without delay.

Returning products after ending the contract.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods by posting them back to us at 106c Junction Road, Burgess Hill, West Sussex, RH15 0JZ or (if they are not suitable for posting) allow us to collect them from you. Please use the contact form to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).